Manage no-show

A no-show is a customer who doesn't show up for their booking without having cancelled beforehand.

On ¡HolaOlas!, you have full control over managing no-show: you decide on the refund policy and communicate directly with the customer.

This flexibility allows you to adapt your response to each situation.

A no-show is characterized by:

• Confirmed booking : Customer has paid (deposit or total)
• Absence on the day : Customer doesn't show up at the scheduled time
• No prior cancellation : No communication before the absence
• No contact : Unable to reach the customer

No-show can have several causes: forgetfulness, change of plans, transport problem, etc.

To identify a no-show:

• Go to your dashboard → Bookings
• Check your booking list
• Look for bookings with:
• Status : "Confirmed" or "Deposit paid"
• Past date : Booking date is in the past
• Not "Cancelled" status : Booking hasn't been cancelled

You can also filter by date to see past bookings.

There is no automatic "no-show" marker: it's up to you to check and identify these cases.

The refund policy for no-show depends on your activity and cancellation policy.

Common options :

1. No refund :

• If customer doesn't show up without prior cancellation
• Deposit or total paid is kept
• Policy often used for activities with time slots

2. Partial refund :

• Keep deposit as cancellation fee
• Refund remaining balance
• Balance between penalty and fairness

3. Full refund (exceptional cases) :

• If customer contacts afterwards with valid reason
• If you want to maintain good customer relationship
• At your discretion

Recommendation : Define your policy in your cancellation conditions to avoid misunderstandings.

When you identify a no-show:

1. Verify absence :

• Wait a reasonable delay (e.g., 30 minutes after scheduled time)
• Try to contact customer (phone, email)
• Check if there was a communication problem

2. Document the no-show :

• Note date and time of absence
• Record your contact attempts
• Keep a record for future reference

3. Decide on refund :

• Consult your cancellation policy
• Decide according to situation (first time, valid reason, etc.)
• Process refund if necessary via dashboard

4. Communicate with customer :

• Contact customer to explain situation
• Inform them of your decision regarding refund
• Possibly offer rescheduling if appropriate

Direct communication is important even after a no-show.

If you decide not to refund :

• No action needed in dashboard
• Booking remains in "Confirmed" or "Deposit paid" status
• Funds remain in your account

If you decide to refund :

• Go to your dashboard → Bookings
• Select the booking in question
• Click on "Refund full" or "Refund deposit" according to your decision
• Confirm your choice

Refund is processed automatically via Stripe.

Don't forget to communicate with customer to explain your decision.

Here are some strategies to reduce no-show:

1. Proactive communication :

• Send reminder 24-48h before booking
• Confirm details (date, time, location)
• Provide your contact details for questions

2. Use Google Calendar :

• Connect Google Calendar for automatic reminders
• Customers who add event to their calendar receive reminders
• Significantly reduces forgetfulness

3. Clear policy :

• Clearly define your policy in cancellation conditions
• Indicate consequences of no-show
• Communicate this policy before booking

4. Multiple confirmations :

• Automatic confirmation email (already sent by ¡HolaOlas!)
• SMS or WhatsApp reminder if possible
• Confirmation the day before or on the day

5. Flexibility :

• Offer easy rescheduling options
• Allow modifications until a certain deadline
• Show understanding for exceptional cases

Good prevention reduces no-show and improves customer satisfaction.

For activities with time slots (excursions, courses) :

• "In case of no-show without prior cancellation, no refund. Deposit is kept as cancellation fee."

For hotels :

• "In case of no-show, first night is charged. Following nights are automatically cancelled."

For flexible activities :

• "Contact us at least 24h before to reschedule or cancel. In case of no-show, we offer rescheduling or partial refund according to situation."

Adapt your policy to your activity type and reorganization capacity.

Customer who contacts after no-show :

• Assess reason (transport problem, emergency, etc.)
• Decide according to your policy and discretion
• Offer rescheduling if appropriate

Repeated no-show :

• Identify recurring customers
• Adapt your policy for these cases
• Consider requiring full payment in advance

Communication problem :

• Check if your emails are received
• Ensure your contacts are up to date
• Use multiple communication channels

Each situation is unique and deserves case-by-case evaluation.

• Be proactive : Communicate before booking to reduce risks
• Define your policy : Include it in your cancellation conditions
• Stay flexible : Evaluate each case individually
• Document : Keep record of no-show to identify trends
• Communicate : Even after no-show, contact customer to understand
• Learn : Analyze causes to improve prevention

Fair management of no-show strengthens trust and reduces recurrences.